It's just the way our society has become. They have been trained to complain long enough and loud enough and they will get their way. I work for a major (corporate) pet supply retailer on the northwest side of Indy and the crap we get thrown at us is unbelievable (not real crap, lol). We can have a policy very clearly printed on the receipt and still have a customer come in to get a return on an item that there is no return and no guarantee (saltwater fish in this case). Then, after being told there is no guarantee/return, they leave after giving us a sermon on how in this economy the customer should get whatever they want (this from a customer who claims to be a manager for another major retailer, of electronics). He then calls my store and talks to the same person (my general manager) who told him he had no return right to get HER boss's name and phone number. That would be our district manager. Who tells the customer we'll return the fish this time but not again. WTF?! Why not just back up your people and let pissy people go somewhere else? Because that's what society has come to.